Refund policy

Exchange & Refund Policy

At Diet Chicken, we value customer satisfaction and always strive to deliver your orders in the best condition. We provide a wide variety of healthy, ready-to-eat meals — so please review your order carefully before confirming your purchase.

1. Order & Exchange Policy

Once an order is placed and payment is completed online, no refunds, exchanges, cancellations, or amendments are allowed.
Please ensure that your delivery address and contact details are accurate before checkout.
Diet Chicken will not be responsible for any losses or delays caused by incorrect information provided by the customer.

A second delivery attempt due to incorrect information will incur additional charges.
No changes to flavours or meal selections are permitted after the order is confirmed.

2. Non-Refundable Goods

All Diet Chicken products are perishable food items, therefore strictly non-refundable and non-returnable once sold.
We do not accept cancellations or refunds after payment is processed.

3. Exceptional Cases (Case-by-Case Review)

In rare cases, Diet Chicken may review refund or exchange requests on a case-by-case basis.
To protect both parties, please ensure that the entire unboxing process is recorded clearly and continuously.

A complete and unedited video must be provided as evidence for any of the following:

- Incorrect items received
- Missing items
- Damaged or defective products

Claims without video documentation will not be processed.

4. Reporting Timeline & Claim Procedure

Please report any order issues within 8 hours of receiving your parcel. Late report will not be accepted.

For orders delivered according to our delivery SOP (direct handover or safe placement with prior communication), any product condition issue *must be reported within 1 hour* of delivery.

Customers are responsible for immediate freezer storage upon receipt. Diet Chicken is not responsible for issues caused by delayed collection or improper storage.

Required Proof:

* ✅ Clear video of product condition upon receipt

* ✅ Photo of airway bill on the parcel

Claim Procedure

1. Submit the required proof within the applicable reporting timeframe.
2. Claims will be reviewed together with our courier partner and management within 3-7 working days.
3. Approved claims will receive a replacement at no additional cost.

⚠️ Claims submitted without sufficient evidence or outside the stated reporting timeframe will not be accepted.

⚠️ All claims, replacements, exchanges, cancellations, and refunds are subject to Diet Chicken’s final review and discretion.

5. Valid Reasons for Exchange or Refund

Exchange, refund, or cancellation can only be arranged under the following conditions:

- The product was delivered in a damaged or defective condition; or
- The wrong product was delivered (different from your order); or
- There is a duplicate or double payment issue.

If a product that was ordered and invoiced is missing from your delivery, Diet Chicken will either:
- Replace the missing product; or
- Refund the value of the missing product.

If a product not included in your order was delivered by mistake, Diet Chicken will arrange collection of that product.

6. Refund Method

All approved refunds will be processed via bank transfer to the customer’s provided bank account within 14 business days.

7. Non-Returnable Conditions

For clarity, Diet Chicken does not accept exchanges or refunds in the following situations:

- The product does not suit your taste preference;
- The product appears less fresh or not aesthetically pleasing;
- The product has not been stored according to the storage instructions stated on the label.

8. Return Shipping & Handling

If a return is approved, the customer must bear the cold chain delivery fee (paid directly to the delivery company).
Any transaction fee from the payment method will also be deducted.
Returned products must be packed in a foam box as required by the cold chain delivery company.

9. Contact Us

If the meal you receive is different from what you ordered, damaged, or not as expected, please contact us within 24 hours:
📞 WhatsApp: 017-9131820
📧 Email: cs.belloempire@gmail.com